Information Technology Support Engineer

Information Technology Support Engineer
Viseu
Viseu, Viseu District, Portugal

Who We Are?

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides
- friendly solutions to help clients succeed and be
- ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a
- term sustainable partner.

What we are looking for?

The End User Support Specialist II provides advanced
- user support for assigned desktops, mobile devices, or other supporting systems. They diagnose, troubleshoot, and resolve complex technical problems. The incumbent operates under defined processes and procedures, assisting junior End User support staff and enforcing decisions regarding
- term priorities and work activities requiring interpretation of guidelines, policies, and procedures.

Key Responsibilities

• The primary role will be to focus on Asset inventory control and work on the IT Service Desk call rotation. This is subject to increase as needed for appropriate call/support coverage. Will also participate in an
  - call rotation for
  - hours support and assigned project opportunities, including assisting with knowledge base documentation.
• Responsible for moderate work assigned from a problem, request, or incident management queue to final resolution.
• Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile endpoints, and all voice services. Reviews and investigates technical problems to determine root causes and the most appropriate solution. Provides information and explanation for ending users on problem resolution and offers suggestions and advice to prevent similar issues.
• Keeps
  - user updated on the status of open trouble tickets. Escalates more complex problems or issues outside of the area of responsibility to other support teams. Updates problem tickets, including call notes with status and categorization changes. Accountable for all tickets assigned to them.
• Provides
  - side support for assigned office and willingness to travel to a different office.
• Completes requests to install physical and virtual desktops. Carries out corporate policies regarding acquiring and using approved hardware and software.
• Responsible for administration of all
  - user support functions: physical and virtual desktop environments, telephone systems, remote desktop access,
  - virus, client firewall, thin client administration, collaboration, and incident administration.
• Identifies opportunities for process improvements and innovations. Tests and verifies improvements through standard UAT channels and implements changes with proper approval. Creates and sponsors Production Change Requests (PCRs).

Qualifications

• Bachelor’s Degree in Information Services/Technology or equivalent degree.
• 2+ years of applicable information services experience.
• 2+ years supporting Microsoft Operating System, Office 365, and Collaboration software.
• 2+ years of experience developing desktop builds, patch management, and push technology (packaging)
• 2+ years of demonstrated performance as the primary administrator for End User support systems.
• Virtual PC experience, such as Windows 365 and Azure Virtual PCs
• Microsoft Device Management, Intune device, and Autopilot for endpoint devices.
• 2+ years of Service
  Now experience – ITSM: incident management, request fulfillment, Knowledge, Problem.
• A combination of A+ or Network+ and MCDST certification or equivalent experience is required.

Our X-Factor

• Work ethic: You are a consummate professional.
• Aptitude: You have an innate capacity to transition from project to project without skipping a beat.
• Communication: You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact: You are a critical thinker with an emphasis on creativity and innovation.
• Passion: You have the drive to succeed paired with a continuous hunger to learn.
• Leadership: You are trusted, empathetic, accountable, and empower others around you.